Banks are exploring new sales channels

Banks are deploying more field staff and establishing specialized branches in order to better serve their customers. Their systems architectures must adapt accordingly. T-Systems has the corresponding ICT solutions.

Customers still only use banks they trust, that hasn’t changed. And conventional high-street banks will continue to play a key role for their day-to-day financial transactions. But what is changing is the nature of sales channels. According to one survey, some 90 percent of banks are looking to optimize their sales processes. The goal: to reduce paperwork in order to spend more time actually advising customers. Banks use multiple sales channels to interact with their clients: communicating with them at bricks-and-mortar branches, but also on the Internet or while they are shopping in the local supermarket.

Mobile field staff and specialized branches

Financial services providers are looking to increase the number of field employees who make home visits. This is an effective way to address hard-to-reach target groups such as seniors, and single people in full-time employment. At the same time, banks are working on a comeback of the traditional branch office as a place where they can offer customers a more personal service. Banks often operate a range of branch office types, designed to attract differing customer segments: from exclusive “boutique” branches to almost fully automated outlets.

This new variety of sales channels requires new IT systems architectures. And, since growing competitive pressures are prompting banks to focus on their core competencies, these systems are increasingly being built by external IT players. T-Systems’ portfolio includes solutions that enable banks to intelligently integrate multiple sales channels and efficiently manage branch networks. The result: a lean, flexible infrastructure that offers cost visibility. And allows the bank to concentrate on its core business.